Customer Support Lead – Evansville, IN

Archer Daniels Midland•Evansville, IN

11d•Onsite

About The Position

This is a full time, exempt position. This successful colleague is a key leader in maintaining the foundation of the ADM North American Customer Support Team. They ensure their team is knowledgeable about ADM products and services as well as international requirements. They work with their team to confirm world class service is provided to all customers. The responsibilities of the Customer Support Lead are vast. From communicating the expectations to the Customer Support Specialists, ensuring company policies/procedures are followed, communicating customer feedback to various levels of management, as well as fostering an environment upholding the ADM Core Values. Their overall responsibility is to maintain smooth running of the Customer Support Team, execute a training program that secures top talent, and ensure world class customer support is provided by their team. They are expected to possess a strong technical knowledge of the ADM systems, products, and customers as well as display broad communication skills, organizational skills, and excellent leadership qualities.

Requirements

Bachelor’s Degree or 5 years of Customer Support Experience preferred
Supervisory experience is preferred
Superior knowledge related to the Customer Support profession
Multi-lingual preferred but not required
Good interpersonal communication
Leadership qualities
Ability to motivate colleagues to meet goals
Knowledge of ADM systems
Organizational abilities
Excellent time-management skills
Problem-solving skills
Decision-making abilities
Multitasking
Ability to adapt to a constantly changing environment
Attention to detail

Responsibilities

Ensure department & ADM policies/procedures are followed.
Create & communicate expectations regarding the Customer Support Specialist role
Manage the performance of each direct report
Maintain Customer Support training programs
Assist with customer complaints. Provide root cause & corrective action to avoid reoccurrence
Provide Customer Support (orders, logistics, quality, documentation…)
Ensure necessary tools are available for the Customer Support Team
Ensure a safe work environment for Customer Support Team
Maintain Customer Support communication outlets (SharePoint, Calendars, e-mails…)
Customer call coverage may be required during non-business hours
Maintain confidentiality of sensitive data
Delegate responsibilities among the Customer Support team and ensure appropriate workload
Identify talent gaps within team and recommend training or hiring when opportunity is present
Ensure that the Customer Support colleagues are meeting expectations and perform all tasks efficiently.
Ensure quarterly performance discussions are being held with each Customer Support colleague to evaluate, assess, and manage the performance expectations
Ensure communication is executed between management and Customer Support Team
Motivate Customer Support colleagues to do their best work and help support a positive work environment
Resolve any interdepartmental and personal disputes prohibiting productivity
Hold regular meetings with Customer Support Director to review performance and direction of the Customer Support Team
Deliver reports, presentations, and communications regarding Customer Support updates and benchmarking